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Topic 2-CSM Documentation

Authored by Shah Elias

Professional Development

University

Used 10+ times

Topic 2-CSM Documentation
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15 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The SIRIM standard on CSM (2016) highlights that the elements to be considered when developing CSM strategies as below, EXCEPT:

Voice of the customer

Learning and development

Customer perception

Customer requirements

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What are the documents should be established in the Level 2 of hierarchy of CSM documentation:

CSM Manual, CS Charter and legal requirement

SLA, guideline and reference

forms and online record

SLA, CSM policy and customer value

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A statement of top managements commitment towards providing excellent customer service to customers is the definition of :

CS Charter

CSM Manual

Legal Requirement

CSM Policy

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

'Our brand vision is about pleasing our customers and exceeding their expectations. It is our goal to empower them with choices and innovative solutions that will give them greater control and freedom to live life to the fullest' is the EXAMPLE of CSM Policy for:

Celcom

Syarikat Air Johor

Malaysia Airlines

Tenaga Nasional Berhad (TNB)

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

There are two aspects to customer value:

Desired Value and Intended Value

Internal and External Value

Desired Value and Perceived Value

Perceived Value and Intended Value

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

_____________________________ is a statement of commitment describing the level of service provided to customers

CSM Manual

CS Charter

CS Policy

legal requirement

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Here are examples of operating and CS procedures, EXCEPT:

Conducting customer feedback procedure

Debt collection procedure

Changing or cancelling of orders procedure

Invoicing and payment procedure

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